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WhatsApp: templates, flows and status

With WhatsApp connected, the WhatsApp menu gives you three sections: Templates, Flows and Status.

Templates​

WhatsApp only lets you write freely to a customer during the 24 hours after their last message. After that, you can only send them Meta-approved templates. Templates are useful for picking up conversations, sending reminders or confirming orders.

Create a template​

  1. In Templates, click New template, or Create with AI and describe what you want to say.
  2. Choose the category: Marketing (promotions, news) or Utility (confirmations, reminders). With AI you can choose Let the assistant decide.
  3. Submit it for review. Meta approves or rejects it, usually within minutes.

If Meta rejects it, you see the Reason next to the template. Fix it and submit it again. With See examples you find ready-to-use templates, and with Duplicate you start from one you already have.

Approved templates can be sent at any time from the Chat, and also as an automatic follow-up in a funnel stage.

Flows​

Flows are forms your customer fills out inside WhatsApp, without leaving the chat: bookings, quotes, surveys.

  1. Click New flow or Create with AI.
  2. It's saved as a draft. Use Try it in Meta to see it.
  3. Click Publish so the agent and your team can send it. With Retire you stop using it.

A published flow can't be edited: duplicate it to make changes.

note

If you use Telegram, forms are in Forms (Automation menu). When you connect WhatsApp, they become flows.

WhatsApp status​

Status shows your numbers as Meta sees them: whether they're active, whether the display name is approved and whether there's any problem.

An Admin can fix some problems right there with Register or Change name (Meta allows 10 name changes every 30 days). For the rest, the page tells you to contact support.

note

Status requires a paid plan.